R.E.S.T. Method for responding to a negative review.
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Negative Reviews The 4 elements of a good response Presented by David Engel Co-Founder, Expert Reputation, LLC November 25, 2012
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Transcript of R.E.S.T. Method for responding to a negative review.
Negative ReviewsThe 4 elements of a good response
Presented by David EngelCo-Founder, Expert Reputation, LLC November 25, 2012
This presentation covers:
Legitimate bad reviews
The types of reviews that can't be deleted because they're from a real patient with a real gripe—as opposed to an anonymous, fraudulent review.
Nobody expects you to be perfect
Bad reviews are inevitable
The key isyour response
Your response should make the average reader think:
"If that was me—and they handled it this way—I would think that's fair."
Your response should demonstrate that you're not just some provider out there—you're someone who cares.
R.E.S.T.
The 4 elements of a good response are R.E.S.T. R.E.S.T. helps you remember to be:
● Relaxed● Empathetic● Specific● Trustworthy
Relaxed There are ways to repair your reviews. Detach emotionally from the situation.
Empathetic You don't have to agree with them, but do validate their feelings.
If you decide to take action, list the steps you are taking to fix the problem.
Specific
If you did mess up, invite them to stop by so you can make things right.
Trustworthy
Case Study: Greg McElroy
Dr. McElroy responded very well to Dee's bad review. Read the review and his response here.
Bad reviews are inevitable.
Review Report Card monitors your reviews, so you can respond before too much damage is caused.
To learn more about Review Report Card, call (866) 932-5888 or visit Expert-Reputation.com
Monitor your reviews
Questions?
Contact Me:
[email protected](866) 932-5888http://www.linkedin.com/in/davideisaiah
David EngelCo-FounderExpert Reputation, LLC
